Director of Success

About This Role

The Director of Success will be responsible for the post-onboarding journey of mid-market enterprise and strategic accounts, driving long-term retention, product adoption, and customer satisfaction. This role involves leading three specialized teams and managing customer relationships to optimize success outcomes and improve the overall customer experience.

Responsibilities

• Take full responsibility for customer success post-onboarding, driving adoption, retention, and engagement across mid-market and strategic accounts.
• Manage and mentor three teams focused on ensuring smooth product implementation and customer success across key accounts.
• Drive retention, gross retention, and expansion of customer relationships through strategic engagement.
• Leverage deep expertise in large-scale product implementation to guide organizations from the C-suite level to the end-user.
• Own the customer journey post-onboarding to ensure continuous value and long-term success.
• Track and report on key success metrics, including retention rates, gross retention, and product adoption rates.
• Collaborate with Sales, Marketing, and Product teams to integrate customer feedback and insights into future improvements.
• Drive continuous improvement in customer success processes, ensuring efficiency, scalability, and alignment with company goals.
• Build strong relationships with key customer stakeholders, becoming a trusted advisor and advocating for customer needs.
• Stay deeply knowledgeable about the market by visiting customers, attending industry events, and engaging with stakeholders.

Requirements

• 3-5 years experience managing Customer Success teams (SaaS, enterprise focus)
• Extensive experience in implementing products in large organizations
• Proven success in managing large, complex customer relationships and improving customer retention and product adoption
• Strong leadership skills, with a focus on mentoring and developing team members
• Strategic mindset with the ability to solve problems at scale
• Ability to build strong relationships and have direct customer interactions
• Strong communication skills (C-suite to end-users)
• Data-driven approach to tracking success metrics and improving processes
• Expertise in scaling customer success operations and managing cross-functional initiatives
• High emotional intelligence

Qualifications

• 3-5 years in managing Customer Success teams, preferably in a SaaS environment with strong experience in enterprise customer success roles. Extensive experience in implementing products in large organizations.

Benefits